Premium SMS - Unable to receive verification codes.

[Azm]

I switched phones and I had to setup all my apps again. I to my surprise I am not getting any verification codes anymore. Rogers blocks them with no work around. I spoke to an agent and all I got is ya they're blocked and the block can't be removed. Here I am with a super performant phone in my hand that I can't even setup.
Any suggestions are appreciated. Uber, WhatsApp, Google, Facebook etc. I have an s8 plus now although it is not phone related.

***Edited Labels***

[belilan]

I'm having exactly the same problem fore a few days. can't get any verification text codes anymore

[RogersAndy]

Hello @belilan,

Welcome to the Community Forums, and thanks for reaching out.

Receiving verification codes is certainly vital given the growing importance of two-factor authentication.
 

To assist you with this, we may need to escalate a ticket to our network specialists. Please refer to posts 5 & 7 of this thread for additional information on sending us a PM to have a ticket escalated.

RogersAndy

[bailejo1]

Hello, I'm not sure if this thread is still open, but I am unable to receive verification codes from my UK bank NatWest who insist that it's not a problem that the code is being sent to a Canadian number, but that the issue is at my end with my service provider. Is it because NatWest short codes are not approved by CWTA? Is there any way around this? I cannot access my UK banking since they implemented this security feature. 

[RogersYasmine · Accepted solution]

Greetings @bailejo1!

We appreciate you gracing us with your presence here in the Rogers Community Forums! Nice first post! 😉

If you are unable to send text messages to a short code or receive text messages from a short code, it may not be provisioned in Canada by the CWTA. The CWTA maintains the list of approved and active codes allowed on our network.

If the short code is not listed, it may have expired or not be approved for use in Canada. For example, the program could be US-based and not provisioned by the CWTA. Some US banks use short codes to authenticate users, but in some instances, these US-based short codes are not provisioned in Canada and will not work for you. 

You can contact the relevant organization or business to request an alternative way to communicate or authenticate, and suggest they provision their short codes in Canada with the CWTA and Canadian wireless carriers.

If the short code is listed, please check if you’ve entered the right number and that the program is still active. You can send ‘HELP’ to the short code and should receive a response providing additional information on the program. This would confirm that the program is active and you are using the correct number. 

The current list of approved short code programs is available at their website HERE. You may also find information on "how to apply for a short code" through this website as well.

I hope this helps!
RogersLaura
 

[CWest23]

I am having same issue. Only PayPal all others like Amazon are working fine and I get pin code. Tried everything and Rogers rep. I spoke to was no help at all.

[CWest23]

Thank you for your wordy reply especially if you didn't copy/paste it. I would assume PayPal is a big player and not a rinky dink startup company. Since they are tied to banking and credit card information I have to believe their security is fairly significant to say the least. Since it's an issues that Rogers is fully aware of for some time now and it must affect thousands of customers do you not think it is worth a actual phone call from Rogers Representative to their counterparts at PayPal to at least understand what the issue is and maybe test a few things at either end? I just feel someone is spending more time looking at ways to avoid responsibility then just dealing with the issue like we used to do 15-20 years ago.

Maybe you can bring this up at one of your countless meetings I am sure you have to discuss customer satisfaction and loyalty. If I may also add that most telco today offer similar service and if you want to get ahead as I am sure Rogers is striving to do then you MUST listen to what your customers are asking for vs. over paid marketers and focus groups. We want great customer service and when we ask for something reasonable we get it.

Kind Regards,

Chris West

[RogersYasmine]

Hello @CWest23,

Thanks for joining us here in the Rogers Community Forums! A very warm welcome! 😄

We are more than happy to provide as much info as we can, wherever possible! 👍

Just curious, have you checked on the CWTA website to ensure the code you are using is provisioned with them for Canada? Also, have you reached out to the PayPal team to confirm if they are aware of any ongoing issues? Please note, the CWTA monitors compliance of all active shortcodes and works with the program owner and wireless carriers to ensure that programs are compliant. 

From what I can see on the website, the approved/active code for PayPal is 729725 (PAYPAL). You can try texting the word 'HELP' to this shortcode to see if you get a reply. If you get a reply, this means it is working. 

It may also be useful to try the code on a separate device to see if it works to ensure it's not specific to that one device.

If no luck and the issue persists, please do send us a Private Message @CommunityHelps so we can investigate further for you! For more information on how our Private Messaging system works, please CLICK HERE.

Thank you,

RogersLaura

[harbourlite]

I cannot receive from Uber. I get the first one but not the verification one. This happened with PayPal also, but they were so unhelpful I just deleted the account. Uber is not been helpful either. But I would really like to have access to these apps. 

[RogersMoin]

Hello, @harbourlite.

Welcome to Rogers Community Forums! 😃

Thank you for posting your concern in the Community, not receiving the texts from the service like Uber and PayPal can be quite inconvenient. To receive texts from short codes, they must be listed in the approved short code programs list available at CWTA's website.

I see Uber has three codes, and PayPal has one code listed. From which short codes texts not received? As suggested in the response above, you can send 'HELP' or 'INFO' to the short code and should receive a response providing additional info. 

If you are not receiving texts from the listed short code, please send us a private message at @CommunityHelps. You can find details about our private messaging in this blog.

Cheers,

RogersMoin

[vishalg]

Google Pixel 4XL: Airtel msg from Banks

Hi =,

I have recently come from India to Canada, and I am not able to receive any OTP msg from the banks, however, I can receive a general text from my friends on rogers netwwork.

Can you please let me know how I can receive OTP TEXT.

Regards

[RogersMaude]

Good evening @vishalg,

Welcome to the Rogers Community!

We replied to your Private Message, thanks for reaching out!

If you have not yet done so, please check your inbox. 😉

Regards,

RogersMaude

[Bitablespore2]

The solution is about sending to shortcodes, but the original post was about not receiving messages. The solution does not fit the problem. I too am having issues receiving codes from CIBC, Uber and Google Pay.

[RogersZia]

Good evening @Bitablespore2,

Welcome to the Community!

Have you had a chance to view the list of approved short code programs CWTA's website? I was able to find PayPal and Uber on the list. Can you please send 'HELP' or 'INFO' to the desired short code and confirm if you receive a response providing additional info?

If you do not get a response back from the short codes please reach out to us via PM @CommunityHelps for further assistance. You can learn more about our private messaging system here. 

Looking forward to hearing from you!

RogersZia

[bitablespore3]

I tested a few different options... I tried some of the CIBC codes, the Uber codes, Freedom Mobile and Haventree Bank.  The only one I received was from Haventree Bank.  I did not receive any of the others.

[Gurbinderkaur]

I have not received messages from skipthedishes number 56765 please enable my short security sms

[RogersYasmine]

Good day, @Gurbinderkaur!

A warm welcome to the community and congrats on your first post with us! We hope you like it here. 🙂

It is odd that you are not receiving any messages from the 'SkipTheDishes' short code. Are you receiving other messages from other legitimate short codes okay? I've checked the list of approved short code programs found here, and it is definitely on the list!

As indicated in post #55 of this thread, can you please try to text HELP or INFO to the Short Code number (56765) to see if you can get a reply?

If still no luck and the issue persists, please do send us a Private Message @CommunityHelps so we can investigate further for you! For more information on how our Private Messaging system works, please CLICK HERE.

Kind regards,

RogersLaura

[jameso]

I am in the same boat as others in this thread. I recently switched from eastlink, and now I am no longer receiving codes from Questrade or Simplii. I tried texting help and info to both short odds and received no response.

[RogersZia]

Hi @jameso,

Welcome to the Rogers Community Forums!

Can you confirm if you are receiving premium messages from other short codes? If you view the list of approved short code programs at CWTA's website, you will see there are multiple ways to contact Questrade and Simplii for support. Have you tried any of those platforms?

Looking forward to hearing from you.

RogersZia 

[jameso]

Yes I have received a shortcode from US based services like GitHub and Google. Service Canada is another example of a service not working. I just switched to Rogers yesterday, when the issue first popped up, so I assumed the issue lies with Rogers instead of each of the other services.

[Chenxh]

I was asked to enter the verification code when I logged in the TD online account. I clicked "Send" but did not receive it. There is one in the solution that I see TD is to say to want to contact your phone operator, they may blocked the code，I also tried send ‘help’ to TD short code for helping [72585] but can’t send it. So I want to ask how to solve it.

[RogersTony]

Hello, @Chenxh

Welcome to the Rogers Community Forums!

With multifactor authentication processes now the norm I can understand how important it is to receive these verification codes.

TD Canada Trust is on the approved list so you should not have any issues receiving the code.

• Do you have any issues receiving a verification code for any other approved sources?
• Are you receiving all other SMS normally?

Are there any other users in the community who are unable to receive verification codes from TD Canada?

We look forward to hearing from you.

RogersTony